Rohit Sharma
@rohitsharma30
I improve high-volume operations through data-driven root-cause analysis, process standardisation, and scalable performance improvements.
IndiaWhat I'm looking for
I've spent 9+ years improving high-volume sales, e-commerce, financial services, and customer-service operations. At Teleperformance, I own process and quality outcomes across pre-sales and post-sales journeys, using data to turn performance gaps into scalable fixes.
I build leadership dashboards for NPS, AHT, FCR, and conversion, and have delivered 10–15% NPS improvement and approximately 12% FCR improvement through root-cause analysis, testing, coaching, and standardised processes. I also managed real-time floor operations, escalations, service levels, attrition, and shrinkage while covering operations-manager responsibilities for more than six months.
Earlier, I led quality initiatives across international radio and credit-card collections accounts and supported airline operations at Concentrix Daksh. I'm recognized as Best Quality Team Lead (2023) and Top QA Performer (2021), and I'm increasingly interested in applying my operational problem-solving approach in financial services.
Experience
Work history, roles, and key accomplishments
Owned process and quality outcomes end to end for pre-sales and post-sales journeys across e-commerce and financial services accounts. Built and maintained dashboards and reports (NPS, AHT, FCR, Conversion) used by leadership to make decisions.
Owned process gaps end-to-end, building and executing action plans without needing senior sign-off on routine fixes. Analyzed audit data to identify bottlenecks and turned findings into standardised process changes.
Audited interactions and used data trends to flag recurring process gaps before they became larger issues. Conducted RCA and training needs analysis to close performance gaps at the root cause.
Senior Customer Service Advisor (Quality Support)
Dec 2016 - May 2019 (2 years 5 months)
Ran quality audits and calibration sessions, resolving process misalignments independently. Designed assessment programs used to standardise onboarding and calibration for new team members.
Trained new hires on systems and SOPs, supporting smooth, standardised onboarding.
Handled high-volume operational queries independently, escalating only complex cases.
Education
Degrees, certifications, and relevant coursework
StoryWallahs
Storytelling & Presentation Skills, Storytelling & Presentation Skills
Training in storytelling and presentation skills.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Salary expectations
Social media
Skills
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